Who can use this feature?
🗣️ All researchers (both admins and users)
⭐ Customers on any User Interviews plan
How to live chat with our support team
When building a project or working in the project workspace, you can chat in real-time with our project support team. You can expect a speedy and prompt response during core working hours Monday through Friday.
💬 How to use live chat
1. Login to your UI researcher account.
2. Click the chat widget within the project builder or the project workspace.
3. You will see the chat button icon on the bottom right hand corner on all of these pages.
4. Enter your name and email address.
5. Wait for a response from our team 😊
6. If you navigate away from the chat widget, you will still be able to view our response and will not be disconnected from an agent
Please note: outside of our core business hours M-F, you will receive an away prompt within the chat widget from us and a section to enter in your request/question. We will follow up with you ASAP during business hours.
FAQs
Will I get a record of my chat conversation?
Yes! After every unique request, you will receive an email from us with a summary of the support interaction. Additionally, within the chat widget you will be able to view all conversation history - this means you are able to refer to any previous interactions with our project support team at any time!
Can I get in touch with Sales or my CSM through live chat?
Yes! Our project support team is more than happy to get you in touch with the right people. Our team will forward your request to the relevant department who will then follow up with you via email.
When is live chat available?
We support live chat during core business hours M-F. If you reach out to us outside of those hours, we will respond to your request ASAP during business hours. You can navigate to the chat widget OR your email to view our response.
Are there any requests not supported by live chat?
Yes. For more complex Research Hub questions we will want to get you in touch with our Hub Specialist! However, don’t worry, you can still reach out to us with these questions via live chat and if we determine your Hub question is better suited for our Hub Specialist, we will route your message over to them and they will follow up with you via email as soon as possible.
